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First time fix (FTF)

First Time Fix in CMMS: Boost Your Maintenance Efficiency

Discover how achieving a high First Time Fix (FTF) rate can enhance your maintenance operations and improve profitability using CMMS (Computerized Maintenance Management System).

What is First Time Fix?

First Time Fix (FTF) is a crucial maintenance metric that indicates the percentage of issues resolved by technicians on the first attempt, without the need for further expertise, information, or parts. A high FTF rate is essential for enhancing customer satisfaction, optimizing productivity, and maximizing profitability.

Why First Time Fix Matters

Strategies to Enhance Your First Time Fix Rate

According to a study by Aberdeen Group, top-performing organizations boast an average FTF rate of 88%, whereas lower-performing entities have rates below 63%. Maintaining high FTF rates correlates with better customer retention; businesses with rates above 70% have an 86% retention rate, compared to just 76% for those below 70%.

Here’s how you can improve your FTF rate:

  1. Assign Skilled Technicians: Don’t just send the nearest technician; assign those with the right skills and experience.
  2. Ensure Availability of Parts & Tools: Evaluate the issue correctly to understand the necessary tools and parts before dispatching a technician.
  3. Utilize Historical Data: Consult past maintenance logs to prevent repeating mistakes.
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